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For Companies At a Glance
- Tasks: Lead CX consulting projects, shaping strategies and designing customer journeys.
- Company: Dynamic company transforming customer experiences in a digital landscape.
- Benefits: Flexible working, competitive salary, 25 days leave, private healthcare, and parental leave.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experiences while collaborating with top brands.
- Qualifications: 5+ years in CX consulting with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Who We Are
We help businesses succeed in a fast‑changing digital landscape by transforming end‑to‑end customer experiences to drive growth and engagement.
Location: UK (London) | Full time
Company Overview
Our approach is customer‑centric: technology alone isn’t enough—it’s how you use it. With deep retail expertise, we support companies in achieving their digital best. We specialise in composable commerce across the full customer journey – from loyalty and data insights to marketplaces, multichannel retail and digital marketing. As a premium partner of SAP, Salesforce and Shopify, and with in‑house expertise across partners like Mirakl, Akeneo, Emarsys, Algolia, Bloomreach, Amplience and Xiatech, we deliver value quickly. Successful CX platforms require a clear vision, roadmap and execution capability – we bring all three and act as your partner for success.
What You’ll Do
- Lead CX consulting engagements (B2C & B2B), including diagnostics, programme shaping and discovery & design.
- Drive platform‑agnostic CX strategy across key areas: Commerce, CDP/Customer Data, Marketing Automation, Loyalty, and Order & fulfilment.
- Define target architectures, business cases, dependencies and transformation roadmaps before platform selection.
- Lead detailed discovery & design phases with Solution Architects, defining requirements, customer journeys (CX/UX), architectures and delivery setup.
- Facilitate client workshops to capture processes, journeys, capabilities and architectures.
- Identify gaps, constraints, dependencies and opportunities across business, data and systems.
- Translate complexity into clear, value‑driven CX roadmaps.
- Provide senior advisory support in pre‑sales and early delivery phases.
- Create key deliverables (e.g. CX diagnostics, capability models, architectures, BRDs, risk assessments).
- Collaborate with architects, delivery and account teams to ensure end‑to‑end continuity.
- Identify follow‑on opportunities as client needs evolve.
What You Need
- 5+ years in CX consulting, business analysis or transformation.
- Experience in B2C and B2B environments with complex customer journeys.
- Strong experience in CX diagnostics, programme shaping and discovery/design.
- Excellent communication skills and confidence with senior stakeholders (Manager–C‑level).
- Ability to quickly understand business models, needs, tech landscapes and data flows.
- Strong analytical and structuring skills.
- Experience with process mapping, customer journeys, requirements documentation, capability models and high‑level architectures.
- Comfortable working independently in senior teams.
- Collaborative, personable team player.
Highly Desirable
- AI‑driven CX solutions (especially in Google ecosystems)
- B2B digital experience (eCommerce, portals, pricing complexity)
- CDP / Single Customer View
- Marketing Automation
- Loyalty & retention
- Sales/Service CX (CRM, contact centres)
- Basic ERP/WMS/fulfilment exposure
Why KPS
- Flexible working environment
- Competitive rate
- 25 days annual leave with an extra day to do something extra special – volunteer/charity etc.
- Bright and bubbly office in Wimbledon
- Private healthcare
- Maternity/ Paternity/ Parental Leave
- Flu jabs and eye tests
- Pension
We are an Equal Opportunity Employer and encourage applications from candidates of all backgrounds, identities, and abilities. We’re committed to making our hiring process as inclusive and accessible as possible. If you require any adjustments, at any stage of the application or interview process, please let us know.
(Senior) Lead CX Consultant (m/f/d) in London employer: KPS AG
Contact Detail:
KPS AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land (Senior) Lead CX Consultant (m/f/d) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the CX field and let them know you're on the lookout for opportunities. A friendly chat can lead to referrals or insider info about openings that aren't even advertised yet.
✨Tip Number 2
Show off your expertise! Attend industry events, webinars, or workshops related to CX consulting. Not only will you learn a thing or two, but you'll also meet potential employers and showcase your passion for the field.
✨Tip Number 3
Prepare for interviews by diving deep into the company’s CX strategies. Familiarise yourself with their projects and think about how your skills can add value. This shows you're genuinely interested and ready to hit the ground running!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are proactive and engaged. Plus, it gives you a chance to highlight your unique skills and experiences directly to us.
We think you need these skills to ace (Senior) Lead CX Consultant (m/f/d) in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your CX consulting experience and any relevant projects you've led. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background aligns with our mission. Keep it engaging and personal – we love a good story!
Showcase Your Achievements: Don’t just list your responsibilities; share your achievements! Use metrics and examples to demonstrate how you've driven growth and engagement in previous roles. We’re all about results, so let’s see what you’ve accomplished!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at KPS AG
✨Know Your CX Stuff
Make sure you brush up on your customer experience knowledge, especially in B2C and B2B environments. Be ready to discuss complex customer journeys and how you've tackled them in the past. This will show that you understand the nuances of the role.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical and structuring skills during the interview. Bring examples of how you've used these skills in previous roles, particularly in CX diagnostics and programme shaping. This will help you stand out as a candidate who can translate complexity into clear, actionable strategies.
✨Engage with Senior Stakeholders
Since you'll be working closely with senior stakeholders, practice articulating your ideas clearly and confidently. Think about how you can communicate complex concepts in a straightforward way. This will be crucial in showcasing your ability to lead client workshops and facilitate discussions.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Prepare by thinking through potential challenges you might face in the role and how you would address them. This will demonstrate your proactive approach and readiness to tackle real-world issues.